Job Summary

The role will lead and coach customer service teams, drive performance against operational KPIs, strengthen quality and compliance discipline, and support consistent delivery of customer outcomes. The incumbent is expected to act as a strong operational bridge between frontline leadership and Operations Management while promoting accountability, process adherence and continuous improvement

Key Responsibilities

Team Leadership and Governance

• Lead, guide and support frontline customer service teams to achieve business objectives and deliver consistent customer experience.
• Drive daily operating rhythm including huddles, performance reviews, coaching follow-ups and action tracking.
• Support advisors in managing attendance, adherence, productivity, quality and team engagement.
• Act as an escalation point for advisors on operational challenges, customer impact and people-related matters.

Performance Management

• Monitor key performance metrics including service level, productivity, quality, customer experience, schedule adherence, shrinkage and escalation trends.
• Review performance patterns and work with advisors to implement corrective and preventive action plans.
• Provide structured feedback to advisors to improve performance consistency and operational discipline.
• Support Operations Managers with performance insights, action plans and progress updates for governance reviews.

Quality, Compliance and Process Adherence

• Ensure adherence to approved processes, quality standards, compliance requirements and client expectations.
• Partner with Quality and Training teams to identify coaching needs, knowledge gaps and process improvement opportunities.
• Support error reduction, complaint prevention and customer outcome improvement initiatives.
• Promote responsible customer handling, accurate documentation and process consistency across assigned teams.

Customer Escalation and Issue Resolution

• Handle sensitive or complex customer escalations with ownership, urgency and professionalism.
• Coordinate with internal support teams to resolve operational issues impacting service delivery or customer experience.
• Ensure escalations are documented, tracked and reviewed for root cause and prevention actions.

Continuous Improvement and Reporting

• Analyze team and process-level data to identify improvement opportunities and operational risks.
• Support process improvement, digital adoption and best practice sharing across teams.
• Prepare clear performance updates, root cause summaries and action trackers for operational reviews.

Skill Requirements

Education        Bachelor's degree in any discipline.

Experience      Minimum 7 years of experience in a voice process / customer service environment, including 2+ experience as  Team Lead.  Banking contact centre experience will be an added advantage.

Leadership Skills        Strong people leadership, coaching, stakeholder coordination, problem-solving and performance management skills.

Operational Skills       Good understanding of contact centre KPIs, quality frameworks, escalation handling, reporting and action planning.

Language Skills           Strong English communication skills, including speaking, reading and writing.

Other Requirements

• Experience in banking, financial services, mortgages, customer servicing, collections voice processes.
• Ability to coach advisors on quality, customer experience, process adherence and documentation standards.
• Comfortable working in a fast-paced international voice process with shifting priorities and governance expectations.